8×8 Acquires MarianaIQ

8×8 have announced the acquisition of MarianaIQ (MIQ), a high-growth Silicon Valley startup, as part of the strategic investments it has been making in AI and Machine Learning.

MIQ brings deep learning capabilities to the newly announced X Series to transform both employee and customer experience.

The MIQ team, including founders Soumyadeb Mitra and Venkat Nagaswamy, have been leaders in applying AI and deep learning to practical business problems since 2013 and join 8×8 to strengthen AI capabilities for enterprise communications.

“With the acquisition of MarianaIQ, we are fundamentally transforming how customers and employees interact through one system of engagement and how companies optimise valuable moments of customer engagement with one set of data in one system of intelligence.”

Intelligent Call Routing

As a critical component of the customer experience transformation, intelligent routing will identify the caller and the reason for the call to assign the customer to the right agent, executive or subject matter expert. This significantly speeds First Call Resolution (FCR) and transforms the overall customer experience.

“Acquisitions remain a key part of our strategy to continuously innovate and disrupt the enterprise communications space,” said Bryan Martin, CTO at 8×8.

“We acquired Sameroom last year to enhance our team collaboration capabilities and we are one of the very few players offering an interoperable chat system that can speak to Slack, Stride, and other enterprise-level chat applications.”

“The acquisition of MarianaIQ is the right investment in making X Series, a single system of engagement and intelligence that combines communications, collaboration and contact centre into one platform to deliver an exceptional experience for both employees and customers.”